Service Control Officer in Birmingham, United Kingdom

Role: Service Control Officer – SMSM10

Location: Bracknell or Birmingham, Office Based

We are looking for a Service Control Officer to provide dedicated support to one of our customers and to join our wider portfolio team.

The Service Control Officer will be responsible for providing support in the monitoring and management of operational performance and service levels. This involves ensuring that our services meet the agreed-upon performance standards and that any issues are promptly identified and addressed.

This role will oversee and help support the majority of ITIL disciplines on a day-to-day basis, including Incident, Change, Problem & Asset Management. Additionally, this role will also be responsible for ‘swivel’ activity within standard working hours, ensuring that all ticket information is up to date and in complete parity between Fujitsu and the Customers ITSM tooling.

Reporting to the Service Delivery Manager, the Service Control Officer will play a crucial role in maintaining service reliability and efficiency, coordinating with various teams, both internally and customer facing, to ensure seamless service delivery.

This role will offer ample opportunity to grow and develop your career and work with a wide array of people, tools, technology and end customers. Experience of technology and IT Service Management is preferable but not essential, the ideal candidate must have a passion for service excellence and the ability to successfully deliver… so long as you have the passion, we can teach you the rest!

The Candidate will:

Be responsible and/or support in the following key areas:

• Service Monitoring and Control:

• Manage and monitor the transfer of information between two ITSM toolsets.

• Identify and report any deviations from agreed service levels.

• Implement and manage service control processes to ensure consistent service delivery.

• Incident and Problem Management:

• Act as a point of escalation for incidents and service disruptions.

• Coordinate the response to incidents, ensuring timely resolution and communication.

• Conduct root cause analysis for recurring issues and implement corrective actions.

• Change Management:

• Coordinate change implementations and monitor their impact on service levels.

• Ensure all changes are documented and communicated effectively.

• Service Level Management:

• Track and report on service performance against SLAs.

• Develop action plans to address any SLA breaches.

• Continuous Improvement:

• Identify opportunities for improving processes and service performance.

• Implement best practices and process improvements to enhance service reliability.

• Participate in regular service reviews with stakeholders and provide recommendations.

• Reporting and Documentation:

• Maintain accurate and up-to-date documentation of service control processes.

• Produce regular reports on service performance, incident trends, and improvement initiatives.

• Ensure all reports are distributed to relevant stakeholders in a timely manner.

The successful candidate will hold Yellow clearances or be able to undergo and pass the application process.

Due to the secure context of this role, the successful candidate will be expected to work on site to access the necessary tools/solution to fulfil their role.

Your Benefits:

• 25 Days annual leave plus public holidays (3 flexible)

• Pension – Double matching contributions of up to 10%

• Life assurance

• Companywide incentive plans

• Your choices (Flexible benefits such as increased holidays / travel / dental critical illness and more)

• Perks at work – employee discounts

• Employee assistance programme / virtual GP

Recruitment Process:

The recruitment process consists of one interview.

We are a Disability Confident Employer and will offer an interview to disabled applicants who best meet the minimum/essential criteria for the role. Email [email protected] if you would like to apply through the Disability Confident Interview Scheme.

Achieve Together:

We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer.

We are people centric: Our hybrid work environments enable you to Be Completely You. Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion

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Requisition ID : 25250